Senior Technical Associate

About The Job

Were looking for a Senior Technical Associate for ensuring quality service is provided with every interaction. This role involves learning and maintaining the knowledge of our partners brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Senior Technical Associate, You Will

• Identify product issues and improvement opportunities
• Analyze data to understand emerging trends to either suggest improvements (or) escalate this to the product team
• Coordinate end to end incidents by identifying and reporting to appropriate teams to reduce the impact of business and operations
• Serve as a point of contact for Partner escalations
• Conduct incident review and follow up on action items
• Identify and triage issue discovery and prioritization for large scale issues
• Use critical thinking to develop solutions to improve business performance and partner success
• Identify product and tool issues, bugs and other improvement opportunities
• Reproduce Issues and capture logs as needed
• Help Tier 1 and Tier 2 with any tool issues and to help address escalations
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Provide information and place appropriate notes in the system indicating what action was taken or needs to be taken for issues and incidents reported
• Ensure policies and procedures are followed on all tickets
• Handle VPN/Proxy Issues, Geo Filtering and speed bump issues
• Assess scope and impact of product level outages by assigning severity to our product outages and involving other teams as needed
• Maintain thorough knowledge of systems so that the information can be researched and proper information is given
• Learn and retain a thorough working knowledge of all existing and new process and procedures
• Attend team meetings/additional training sessions as scheduled
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)